RETURNS & EXCHANGE POLICY
ONLINE RETURNS: Where an item has been ordered online and has not been previously seen by you in our showroom, please follow the procedure below.
On the rare occasion that you choose to return an item ordered online, please email firstname.lastname@example.org within 3 days of receiving your order. You will then receive an authorisation code which you will need to write on your returns form. You will have a total of 14 days after receiving an item to return it. Please return it with labels still attached to the dress and with the enclosed returns form with authorisation code and all the original packaging to: Bella Grace Event Dresses, Willow House, Ingleden Park, Swain Road, Tenterden, Kent, TN30 6SL, UK.
As part of our quality control, we individually check and photograph all dresses before sending. We would therefore kindly ask that you carefully try on the dress without removing any attached labels or having on anything (such as jewellery or heeled shoes) that may damage the dress.
Please also note that our dresses are dispatched with an affixed company sash. This does not affect your ability to try on the dress. The sash must be kept intact in order to be able to return the dress; the dress will be automatically deemed non-refundable if this sash is detached.
We will unfortunately be unable to accept return of items where these instructions have not been followed.
You will be responsible for the costs of returning the items and also for ensuring their safe delivery. The item returned is your sole responsibility until it is received by us. We therefore encourage you to use a secure method that has adequate insurance cover and that you also obtain an adequate returns receipt.
Upon receiving the returned item and satisfying all the above requirements, a refund minus the cost of postage and packaging will be credited to your original payment method.
If you haven't received your goods but they are still in transit to you, then you will need to return them following the above procedure.
Please follow the above procedure for exchanges. On receipt of the item to be exchanged, we will post out the new item to you. Please note that this can only be done once, per order/item and may be subject to a delivery charge.
For International orders, please follow the above procedure. Please note that you will be responsible for all costs incurred on returning the item back to us including any fees or taxes. These payments are to be paid at the time of shipping as goods received by UK customs will not be released until such has been paid. Customers are advised to take out insurance for orders being sent out on their behalf. We will not be held responsible for any damages during transit.
Please note that for hygiene reasons, we are unable to accept any return or request for an exchange on earrings once purchased.
IN STORE PURCHASES, SPECIAL AND BESPOKE ORDERS
For items purchased directly from our showroom, you will have 7 days to return it to us. You may be charged the processing fee if this is non-refundable to us. Please return items with labels still attached to the dress and all the original packaging.
We offer a bespoke service where we can order certain items not featured on our website, especially sourced and tailored to a customers specific needs. We can also place a special order for dresses we do not have in stock but can be obtained via our suppliers. These will require at least a 50% non-refundable deposit to secure the order and are non-refundable once fully purchased.